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# Door Not Locking or Unlocking as Expected

## Share event links for review

To share an event, open it in the app and click **Share Event Link**. Paste the link(s) here in your existing support conversation so all correspondence stays together. Please share event links rather than screenshots of the events. If you cannot share an event link, tell Support so we can continue with that limitation recorded.

## Door Not Locking or Unlocking as Expected

Use this guide if the door is **not locking or unlocking as you expect**.
For unexpected physical locking or unlocking, collect events that demonstrate the behaviour and contact Support for an operator review. Include your device ID, what you expected, what actually happened, and the active policy. The checks below provide context; the restart procedures are retained for use only when Support asks you to perform them.


## Step 1 Check the device status

### Is the device powered?

❌ **No**
Follow the **Power Checks** in the *Device Offline* guide.
Once power is restored, return here and continue.

✅ **Yes**
Continue below.
### Are events visible in the app?

❌ **No**
Follow the *Device Offline* guide to restore connection.
Once events appear, return here.

✅ **Yes**
Continue to **Step 2 Door policy checks**.


## Step 2 Door policy checks

### Is a door policy activated?
**Check:** Does the policy have a **blue background**?

❌ **No**
The policy is not active.
**What to do:**
* Open the door policy
* Toggle it **ON** and confirm the policy has a blue background
* Test the door again

✅ **Yes**
The policy is active.

Continue to **Step 3 Support-directed restart reference**.


## Step 3 Support-directed restart reference

If Support asks you to restart, try **Option A first**. Use Option B only if Support specifically asks you to; a restart sequence is not required before reporting unexpected locking.

### Option A - **App reboot**
1. Open the app
2. Go to **Devices**
3. Tap the three dots (⋮) next to the device
4. Select **Reboot**

Wait for the device to come back online, then test the door again.

### Option B - **Hard restart (if the issue persists)**
1. Hold the **setup button** for 15 seconds
2. Release and wait **5 minutes** for the device to fully restart

Once complete, test the door again.


## Step 4 Check the event behaviour

Open a recent event and look at the **padlock icon**.
* 🔒 **Locked padlock**
The padlock icon shows the current padlock status as **locked**
* 🔓 **Unlocked padlock**
The padlock icon shows the current padlock status as **unlocked**

This helps confirm whether the issue is related to:
* The **policy or logic**, or
* The **physical door or locking mechanism**


## Still not working?

If the door is not behaving as expected, contact Support without first running the restart procedures and include:

* Device power and connection status
* Door policy state (on or off)
* Relevant event links
* Padlock icon state shown in those events

This allows Support to diagnose the issue much faster.